Global Support Leader: AI-Driven, Remote & Scaled

Cloudbeds; City of Edinburgh; A distancia; GBP 110.000 - 170.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote First

PTO in accordance with local labor

Fully Paid Parental Leave

Home office stipend based on residency

Cloudbeds University development

Manager training & knowledge transfer

Descripción de la vacante

Cloudbeds is seeking a proven Head of Global Customer Support to steer a remote, globally-dispersed team and redefine hospitality support. You will oversee the health of the support queue, ensure high-quality responses, and nurture the people delivering them.

You will drive first contact resolution, leverage data to uncover root causes, and scale AI across our operations while coordinating with Product, Onboarding, and Account Management to transform reactive support into proactive partnership.

Formación

• 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders
• Bachelor's degree or equivalent in hospitality, business, or technology
• Experience scaling a high-volume support function through significant change or transformation
• Excellent crisis management and escalation handling with cross-functional alignment across Product, Onboarding, and Account Management
• Bias toward fixing root causes and proving fixes by hand before automation
• Experience leading distributed teams across regions, languages and cultures
• Hands-on experience with workforce management, capacity planning, and QA programs in a contact center environment

Responsabilidades

• Lead the global customer support organization and own the customer experience
• Drive first contact resolution, queue health, quality, and agent wellbeing
• Scale AI and automation in a large-scale support operation with human-centered focus
• Partner with Product, Onboarding and Account Management for alignment and rapid issue resolution
• Lead other leaders with empathy and accountability to rebuild team health under pressure
• Run the operation on data, identify root causes, and implement scalable fixes

Conocimientos

High-volume support

Team leadership

Remote management

AI in support

Cross-functional collaboration

Data-driven decisions

Crisis management

Workflow optimization

Educación

Bachelor's degree or equivalent in Hospitality, Business, or Technology

Herramientas

Workforce management tools

QA programs

Descripción del empleo

Cloudbeds is seeking a proven Head of Global Customer Support to steer a remote, globally-dispersed team and redefine hospitality support. You will oversee the health of the support queue, ensure high-quality responses, and nurture the people delivering them.

You will drive first contact resolution, leverage data to uncover root causes, and scale AI across our operations while coordinating with Product, Onboarding, and Account Management to transform reactive support into proactive partnership.